Engineer, IT Support

Syniti enables agile enterprises with silo-free enterprise data management that helps turn complex data challenges into competitive advantages. With a unified, learning platform and one of the world’s largest teams of data-focused experts, enterprises and global alliance partners choose Syniti when they require trusted data to ignite business growth and reduce risks. Syniti is a portfolio company of BridgeGrowth Partners LLC. Headquartered in Boston, Massachusetts with offices in 25 countries around the world, Syniti operates in all global regions and industry verticals, and maintains a 99.7% client success rate across thousands of complex data projects and initiatives.

SUMMARY

The IT Support Engineer is critical to the success of the service level of IT.  In this position you will be responsible for the day-to-day support of Syniti users and Clients.  You will have a keen sense of urgency, always professional and friendly and able to solve both common and uncommon desktop/laptop/mobile issues.  You will be able to work with a team to request and deliver assistance to keep a first call resolution high.  You will have a natural desire to learn and be all things techy to help our users. 

RESPONSIBILITIES

Help Desk

• Under leadership of IT Management ensure compliance to standards, roadmap and continual improvement to improving the end-user experience with Information Technology.
• Maintain a high level of user satisfaction (>90%) as measured by surveys.
• Maintain a constant pulse on Help Desk metrics.
• Escalate issues as necessary but maintain responsibility for user satisfaction.
• Configures, installs, and supports desktop and laptop computers, software, handheld devices, printers, monitors, portable data storage devices, and other general peripherals.
• Provides enhanced desktop and user support service to VIP customers.
• Provide stellar support by diagnose hardware and software failures, communicates the remediation plans to users, and provide status updates.
• Supports laptop and desktop maintenance, including inventory and software distribution.
• Support security maintenance, including anti-virus software updates and patch management.
• Provides support over multiple channels including but not limited to chat, Teams, phone, virtual assistance sessions using privileged access management software.
• Contributes to knowledge base, Desktop Support SOPs and Training materials as needed.
• Support disaster recovery and adapt to documented recovery situations.
• Ability to work well under pressure and to meet deadlines as needed.
• Uses an IT ticket system, is responsible for receiving and tracking the trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved.
• Tracks and updates the movement of all IT assets (laptops, desktops, printers, etc.) within the stipulated database and within time constraints.
• Stays in regular communication throughout the day with other tiers of support and Management staff.
• Maintains a professional attitude and appearance while providing excellent customer service.
• Maintaining a good work ethic and assist other technicians when needed.
• Participates in issue troubleshooting with the objective of root cause identification.

QUALIFICATIONS

• Intuitive troubleshooting skills for both hardware and software.
• Able to portray confidence and empathy for users displaying strong emotional intelligence.
• Able to translate the technical to non-technical users.
• Able to instill confidence in users when responding to a call.
• Fastidious documentation of inventory, root cause and other as necessary.

EXPERIENCE

• ITIL experience a plus.
• 0-3 years relevant experience in a mid-large size organization (+1000 users) on help desk.
• Desktop/Laptop support experience with Apple IoS (mobile and desktop), Windows and Droid devices and peripherals is required.
• Bachelor’s degree in IT or related experience.
• Prior customer experience through remote tools providing unparalleled service.

Syniti is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.